Frequently Asked Questions

Frequently Asked Questions are answers to questions we receive regarding our service. Hopefully you will find the answer you seek. If you are still unsure then you are always welcome to contact us at info@airportdirect.is.

Where is your office, and when is it open?

Our office is located in Skógarhlíð 10, 105 Reykjavík, and we are open 24/7.

How far in advance must I book my Airport Direct transfer to get to Keflavík Airport in time for my flight?

It is recommended to arrive at Keflavik Airport 2,5 - 3 hours before your departure time. It takes about 45-50 minutes to drive from the Reykjavík to Keflavík Airport. If you book approximately 3 - 4 hours before departure time you will arrive at the airport as recommended.

Does my child have to use a child seat in the bus?

According to Icelandic law children must sit in a child seat. We do provide child seats. However, you need to request one beforehand in the booking process. If you forgot, then please contact us at info@airportdirect.is and please specify the weight and age of your child.

What is your policy on smoking?

Smoking is prohibited on board of all Airport Direct Coaches.

What is your refund policy?

All cancellations must be made in writing and should be sent to info@airportdirect.is. If it is not possible for you to send us your cancellation via email, please contact us by phone (+354 497-8000). Cancellations received less than 24 hours prior to tour departure will be charged in full. Please note that other cancellation policies may apply if you have made your reservation through a third party.

I have disabilities, can I travel with you?

Passengers with disabilities intending to travel with Airport Direct are asked to contact us with at least 24 hours notice in order for us to see if we are able to cater to your needs.

How much luggage am I allowed to take with me?

Airport Direct passengers are allowed to store one bag per person, weighing a maximum of 23 kg (50 lbs) in the luggage compartment of the bus.

Airport Direct take no liability for luggage, fragile valuables or perishable articles. All baggage must be claimed promptly upon arrival.

What about bicycles and larger baggage/suitcases?

Packaged and unpackaged bicycles can be transported if space is available at an extra fee. For maximum efficiency in the luggage compartment, preferably packaged in boxes. If unpackaged, then they must have the pedals removed and the chain covered. Additional luggage will be loaded as space allows and is subject to additional charges.

Should you be travelling with more luggage than is estimated per person we recommend you send us an e-mail (info@airportdirect.is) or call our main office +354 497-8000, in order for us to make appropriate arrangements before your arrival.

Liability?

Airport Direct reserves the right to change routes, itineraries or time schedules without prior warning, should the necessity arise. No liability is accepted for losses or expenses due to delays or changes of arrival or departure of flights or other services, injury, sickness, accident, strikes, damage, negligence, weather, war or other causes outside the control of Airport Direct. All such losses and expenses are the personal liability of the traveller.

I haven't received a confirmation email about my booking. What is wrong?

We recommend looking in your email's 'Trash' or 'Junk' folder. Sometimes confirmation emails can get misplaced by your email server and do not reach your inbox.

If no booking confirmation is found, or if you booked a tour with a short notice, send us an email to info@airportdirect.is or call +354-497 8000. Please provide a phone number where you can be reached.

I don't have a printer. Do I need to print out my ticket/voucher?

If you have a screenshot on your phone then that is sufficient.

How long does it take to get to Keflavík Airport?

It takes about 45-50 minutes to drive from our hub to Keflavík Airport. This estimation is based on normal road and weather conditions.

Are there seatbelts in the buses?

There are seat belts on all Airport Direct Vehicles, we recommend you to use them.

Why bus stops?

Reykjavík City aims to keep the small scaled city center a pleasant and safe place for everyone. In order to do so the city offers special pick-up and drop-off places for your airport shuttle and day/night tour buses. The stops are located in and around the city center and are easily accessible. You should find one in close proximity to your accommodation in the city center. Map here

Bookings

How do I pay for my tour?

We offer a few options. For online bookings you can pay with a credit/debit card. If you are in Reykjavik you can book and pay at a tour desk, at your hotel lobby, or drop by at Reykjavík Sightseeing/Airport Direct Headquarters located in Skógarhlíð 10, 105 Reykjavík.

I don't have a credit card. Can I still book online?

For online bookings you need a credit card to finish booking online.

If you do not have a credit card, we advise you can send a booking request to info@airportdirect.is. Please disclose tour name, tour date, no. of passengers, your name and contact information so that we can complete your booking for you.

What Credit Cards are accepted as payment?

We accept all major credit cards.

What about overbooking?

All our transfers are booked Free Sale basis and a confirmation from Airport Direct sales team is not needed to confirm booking. However, seats are not guaranteed unless reserved or booked at least 1 hour before scheduled departure time.

Can I change my Airport Direct Transfer after I have booked online?

In order you change your booking please send us an e-mail at info@airportdirect.is with your booking reference, type of service and date and specify the changes you would like to make.

AIRPORT DIRECT ECONOMY FAQ

How does pick up work? Where can you pick people up from?

Included in the base price is pick up or drop off at Reykjavík main bus stop at Skógarhlíð 10, 105 Reykjavík and at Hamraborg in Kópavogur. Should you require pick up from your hotel or guesthouse you can book pick up to get pick up or drop off from all hotels and guesthouses or nearest bus-stop in Reykjavik.

Pick up for Airport Direct Economy is operated by Smart Bus. Smart Bus is a pick up and drop off service for Airport Direct, Destination Blue Lagoon and Reykjavík Sightseeing, operated on bright green buses. Instead of having multiple operators picking up passengers on different shuttles, we only use one per departure time, meaning a eco-friendlier pick up that minimises traffic in the city centre. Smart Bus transfers you to Reykjavík main bus stop where you will find your bus waiting for you, ready to take you to your flight.

Please note that passengers who are staying in hotels and guesthouses in the restricted area in the city centre will need to go to the nearest bus stop. Here you can find more detailed information regarding locations.

If you book a Hotel Connection from Keflavík then you are transferred from Keflavík to Reykjavík main bus stop. Then you change to a bus that takes you to your accommodation or nearest bus stop.

If you have booked a Hotel Connection from Reykjavík then you should be ready at your accommodation or bus stop 30 minutes prior to your departure. We then drive from Reykjavík main bus stop to the airport, making a stop at Hamraborg along the way.

My flight is arriving late at night. Will there be an Airport Direct Economy?

There is an Airport Direct Economy for all arriving flights, also for flights arriving late at night.

My flight is delayed, will I miss my Airport Direct Economy?

We highly recommend adding a flight delay guarantee in case of any delays on your arrival, in order to reserve and be entitled to a seat on the next available bus. In the event that you miss your departure, the flight delay guarantee means that you avoid purchasing another ticket to Reykjavík upon arrival.

What is the difference between Airport Direct Economy and the Economy Direct Premium?

Airport Direct Economy is our standard service, where a coach with 53 seats drives you from Keflavík to Reykjavík and vice-versa. On that service pick up or drop off can be added from hotels, guesthouses or your designated bus-stop for an extra fee.

On the Airport Direct Premium service we use small buses, with 8 available seats. Pick up is directly from your accommodation, and once pick up is completed we drive straight to the airport. There is no need to change buses, making it a door to door service. This service is more time-efficient.

What kind of coaches do you offer?

For our Airport Direct Economy we operate a brand-new fleet of Iveco Evadys. The coaches have 53 seats available.

AIRPORT DIRECT PREMIUM FAQ

How does pick up work? Where can you pick people up from?

Pick up starts 30 minutes before advertised departure. Please be ready at your reception, where you are able to spot the pick up car once it arrives.

My flight is arriving late at night. Will there be an Airport Direct Premium?

You can check if there is a scheduled departure for Airport Direct Premium that accommodates your schedule here. If there is not a departure that suits you, then there are scheduled departure for all arriving passenger flights with Airport Direct Economy. You can also book an Airport Direct Private and request whatever time suits you.

My flight is delayed, will I miss my Airport Direct Premium?

We highly recommend adding a flight delay guarantee in case of any delays on your arrival, in order to reserve and be entitled to a seat on the next available bus. In the event that you miss your departure, the flight delay guarantee means that you avoid purchasing another ticket to Reykjavík upon arrival.

What kind of coaches do you offer for the Airport Direct Premium Service?

We operate a new fleet of Ford Transits, with 8 available seats.

What is the difference between Airport Direct Economy and the Economy Direct Premium?

Airport Direct Economy is our standard service, where we use a bus with 53 seats to get you from Keflavík to Reykjavík and vice-versa. Pick up can be added from hotels, guesthouses or your designated bus-stop for an extra fee.

On the Airport Direct Premium service we use small buses, with 8 available seats. Pick up is straight from your accommodation, and once pick up is completed we drive straight to the airport. There is no need to change buses, making it a door to door service. This product is more time-efficient.

AIRPORT DIRECT PRIVATE FAQ

What is the difference between Airport Direct Premium and Airport Direct Private?

Airport Direct Premium operates by using a fixed schedule, with a maximum availability of 8 passengers. Airport Direct Private is a completely private service where you book your transfer at a time of your choosing, for your group exclusively. You can book up to 8 passengers online, however we have a variety of vehicles in our fleet and if you have a larger group we recommend you to contact us and check for availability and quote.

What departure times are available?

You can choose your own departure time. However, if you are booking with little advance (less than 1 day) then we recommend contacting our desk at info@airportdirect.is.

We always recommend choosing a departure time approx. 3 hours prior to departure time when leaving from Keflavík Airport. The transfer time is approx 45 minutes and you should arrive at the airport 2 hours prior to departure.

If you are arriving at Keflavík Airport your driver will monitor your arrival time in case of changes. We recommend booking the transfer approx 45 minutes after landing. That should give you enough time to claim your baggage and make your way to the arrival halls where your driver will be waiting.

How many persons can we book on Airport Direct Private?

You can book online for up to 8 passengers. If you have a larger group then you can contact our desk info@airportdirect.is in order to check availability and prices.

How much luggage can you bring for the Airport Direct Private transfers?

You can always bring a piece of hand luggage per passenger. For our 1-4 passenger transfer there is only space for 3 large pieces of luggage, if you are travelling with more luggage or have special sized luggage we recmmond contacting our service agents at info@airportdirect.is prior to booking your transfer. We might recommend booking the 5-8 passenger private transfer if you have more then 3 large items of luggage.

What happens if flights are delayed?

Your driver will monitor your flight information in case of changes. When booking you will also receive contact information so you can contact your driver directly to discuss any possible changes due to your flight schedule. Our service desk is also available 24/7 so you can always contact them with any questions or concerns.

Is pick up included from hotels and guesthouses?

Yes, pick up is included from hotels and guesthouses. However, if you are a group of more than 8 persons then you might need to walk to your nearest bus-stop in order to be picked up, depending on your accommodation. Icelandic law prohibits the use of vehicles with more than 8 passanegers within some streets in Reykjavík downtown area. Most hotels are within a 5-10 minute walking distance from bus-stops.

Airport Direct Luxury FAQ

What departure times are available?

You can choose your own departure time. However, if you are booking with little advance (less than 1 day) then we recommend contacting our desk at info@airportdirect.is.

How many persons can we book on Airport Direct Luxury?

You can book Airport Direct Luxury for up to 7 passengers.

Is pick up included from hotels and guesthouses?

Yes, pick up is included from hotels and guesthouses.

What type of vehicles do you use for the Airport Direct Luxury service?

On our Luxury Airport Direct Service, we use two types of luxury cars.

For 1-2 passengers a Mercedes Benz E-Class

For 3-7 passengers a Mercedes Benz V-Class

What is the difference between the Airport Direct Private and Airport Direct Luxury?

The main difference is that the Airport Direct Luxury operates using a state of the art Benz vehicles while the Airport Direct Private uses mostly Scoda Superb.